19 Best Customer Service Outsourcing Companies Reviewed for 2025
10 Best Customer Service Outsourcing Companies Shortlist
Here's my pick of the 10 best software from the 19 tools reviewed.
Our one-on-one guidance will help you find the perfect fit.
No matter how great your team is, they can't do it all.
Customers expect lightning-fast customer service available around the clock. And if you can't help them, know that your competitors will. If my company didn't outsource some of our more time-consuming customer service tasks, we'd spend countless hours on activities that specialized services could handle more efficiently.
There are many customer service outsourcing companies available that can manage these tasks, but a few stand out from the rest. After a thorough evaluation, here are my top choices for the best customer service outsourcing companies.
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The Best Customer Service Outsourcing Companies Comparison Chart
This comparison chart summarizes basic details about each of my top customer service outsourcing solutions side-by-side to help you find the best service provider for your budget and business needs.
| Tool | Best For | Trial Info | Price | ||
|---|---|---|---|---|---|
| 1 | Best for 24/7 global tech and customer support in over 60 languages | Not available | Pricing upon request | Website | |
| 2 | Best nearshore CX company for English fluency and Spanish | Not available | Pricing Upon request | Website | |
| 3 | Best boutique BPO that feels like your own in-house team | Not available | From $1,490/month (for 24/7 coverage) | Website | |
| 4 | Best for a broad range of services including software solutions & outsourcing support | 14-day free trial | From $185/month | Website | |
| 5 | Best for customer service that matches your brand voice | Not available | Pricing upon request | Website | |
| 6 | Best for full back office support, including customer service | Not available | Pricing upon request | Website | |
| 7 | Best omnichannel customer support | Not available | Pricing upon request | Website | |
| 8 | Best for multi-continent operations | Not available | Pricing upon request | Website | |
| 9 | Best for Philippines-based customer service teams | Not available | Pricing upon request | Website | |
| 10 | Best for individual customer service assistants | Not available | From $499/month | Website |
Best Customer Service Outsourcing Companies Reviews
Here’s a brief description of each customer service outsourcing company that explains the key services each service provider offers.
Best for 24/7 global tech and customer support in over 60 languages
SupportYourApp provides outsourced customer service and tech support in over 60 languages, focusing on enhancing customer satisfaction for businesses worldwide. They cater to a diverse client base, including industries such as eCommerce and tech companies.
Why I picked SupportYourApp: You can rely on SupportYourApp for 24/7 availability, ensuring your customers receive assistance whenever they need it. Their ability to support over 60 languages makes them a versatile choice for global businesses. They manage the hiring and training of support consultants, allowing your team to focus on core activities without worrying about customer service management.
SupportYourApp Standout Services: SupportYourApp offers call center outsourcing to manage customer inquiries across multiple channels, ensuring your business maintains efficient communication with clients. Their eCommerce support helps manage order processing, returns, and customer inquiries, allowing your team to focus on growing the business.
SupportYourApp Target Industries and Specializations:
Target industries: eCommerce, technology, SaaS, fintech, and healthcare.
Specialties: multilingual support, technical support, customer support, data security, and consultant training.
Pros and cons
Pros:
- Supports 60+ languages
- 24/7 global support
- Flexible service offerings
Cons:
- Little pricing transparency
- May not fit smaller businesses
RPM BPO provides customer service, sales, and back office outsourcing services, helping businesses increase efficiency and drive revenue growth. Their main client base includes companies looking to leverage nearshore outsourcing to maximize brand value.
Why I picked RPM BPO: RPM BPO is known for its proficiency in English and Spanish, making it ideal for businesses targeting bilingual markets. Their customer service outsourcing ensures that every interaction is professional and on-brand, while their sales outsourcing services are designed to increase pipeline and efficiency. Your team can focus on high-value projects as RPM BPO handles back office tasks, providing a seamless integration into your existing processes.
Standout Services: You’ll appreciate customer service outsourcing for its ability to maintain high-quality interactions across all customer touchpoints, addressing the core need for professional engagement. Sales outsourcing is another highlight, efficiently boosting your sales pipeline and contributing to revenue growth.
RPM BPO Target Industries and Specializations:
Target industries: Technology, retail, finance, healthcare, and telecommunications.
Specialties: Bilingual support, customer service, sales, back office operations, and nearshore outsourcing.
Pros and cons
Pros:
- Efficient sales pipeline management
- Focus on high-value projects
- Bilingual support in English and Spanish
Cons:
- Pricing details not readily available
- May not suit businesses seeking onshore support
WOW24-7 provides customer support and technical support services, including contact center and back office outsourcing. They primarily serve industries like e-commerce, SaaS, IoT, travel, and e-learning.
Why I picked WOW24-7: You get a service that feels like your own team. Their flexibility lets you scale support to handle peak times. With high satisfaction scores, you can count on them to keep your customers happy.
Standout Services: When you need technical support, their team integrates with your systems, offering 24/7 assistance to handle complex issues. For your back office outsourcing needs, they provide multilingual capabilities, reducing operational costs by up to 60% without compromising on quality.
WOW24-7 Target Industries and Specializations:
Target industries: Ecommerce, SaaS, IoT, travel, and e-learning.
Specialties: Customer support, technical support, contact center, back office outsourcing, and multilingual services.
Pros and cons
Pros:
- Effective CRM integration
- Flexible service scaling
- High customer satisfaction scores
Cons:
- Primarily serves North America and Europe
- 30-day cancellation notice required
Best for a broad range of services including software solutions & outsourcing support
HelpSquad BPO offers services like live chat outsourcing, virtual assistants, and back-office support, focusing on enhancing customer experiences. Their main client base includes startups and established businesses looking to improve operational efficiency.
Why I picked HelpSquad BPO: HelpSquad BPO provides a broad range of customer support solutions, making them suitable for diverse business needs. They utilize advanced AI technology to improve customer interactions and offer 24/7 omnichannel support, which aligns with their unique selling proposition. This approach ensures that your team can maintain strong customer relationships while managing resources effectively.
Standout Services: HelpSquad BPO provides virtual assistants that handle administrative tasks, allowing your team to focus on core business activities. Their back-office support services streamline operations and reduce the workload on your in-house staff, addressing critical business challenges.
HelpSquad BPO Target Industries and Specializations:
Target industries: Startups, e-commerce, healthcare, technology, and retail.
Specialties: Live chat support, virtual assistants, back-office support, AI technology integration, and 24/7 customer service.
Pros and cons
Pros:
- Has US-based trained representatives
- Utilizes advanced AI technology
- Includes CRM integrations
Cons:
- Requires ongoing management
- Limited to certain industries
Influx provides fully managed customer support services with operational, technical, and sales assistance available 24/7. They primarily serve eCommerce, SaaS, fintech, and gaming industries.
Why I picked Influx: Influx offers month-to-month pricing flexibility, allowing your team to scale support based on current needs. Their global network of agents ensures that customer service aligns with your brand's voice, enhancing satisfaction and response times. Their services integrate seamlessly with existing systems, making them a convenient choice for businesses of any size.
Influx Standout Services: With dedicated support teams, you get 24/7 coverage tailored to your specific needs, ensuring that your customers receive consistent and reliable service. The enterprise call center solutions allow you to manage larger volumes of customer interactions without compromising quality or performance.
Influx Target Industries and Specializations:
Target industries: eCommerce, saas, fintech, gaming, and more.
Specialties: Operational support, technical support, sales support, after-hours support, and scalable solutions.
Pros and cons
Pros:
- High customer satisfaction
- Broad industry coverage
- Month-to-month pricing
Cons:
- Dependence on global network
- Pricing details not transparent
Horatio provides customer service outsourcing solutions tailored to assist businesses in managing customer interactions effectively across various channels. They primarily serve companies seeking dedicated support teams and advanced technology to enhance customer service operations.
Why I picked Horatio: They offer personalized customer support tailored to your needs, including text, email, and social media management. Their low staff turnover ensures consistent quality, and their integration of technology supports efficient and accurate service delivery. This makes them an excellent choice for businesses requiring reliable back office and customer service support.
Standout Services: They provide real-time quality assurance monitoring, ensuring your team consistently meets service standards. Their multi-channel support capabilities let you manage customer interactions seamlessly across email, chat, phone, and social platforms, helping address diverse client needs efficiently.
Horatio Target Industries and Specializations:
Target industries: Retail, SaaS, healthcare, hospitality, and e-commerce.
Specialties: Multi-channel support, quality assurance, real-time feedback, AI integration, and customer satisfaction optimization.
Pros and cons
Pros:
- Multi-channel service capabilities
- Flexible service scalability
- Dedicated support teams tailored to your needs
Cons:
- May require tech onboarding time
- Limited focus on small businesses
Simply Contact is a European customer support outsourcing company that offers multilingual and multichannel services to businesses worldwide.
Why I picked Simply Contact: I like Simply Contact for their omnichannel support system. They enable your customers to reach out through various platforms, including social networks, messengers, calls, chats, email, and bots. This flexibility ensures that your clients can choose their preferred communication method, enhancing their overall experience.
Simply Contact Standout Services: Simply Contact provides multilingual support in over 20 languages and data security compliance with certifications like PCI DSS, ISO 27001, and ISO 27701 (PIMS). It also offers continuous performance monitoring to optimize customer satisfaction and a solution-based approach that integrates into your existing operations.
Simply Contact Target Industries and Specializations:
Target industries: Fintech, travel, airlines, ecommerce, retail, government, and logistics.
Specialties: Multilingual support, omnichannel support, inbound support, customer retention, and technical support.
Pros and cons
Pros:
- Multilingual and omnichannel support
- Tailored services to fit unique needs
- Comprehensive 24/7 support coverage
Cons:
- Not ideal for businesses looking for quick implementation
- May not cover all languages
Skycom provides onshore and nearshore call center and BPO services, focusing on industries like healthcare, financial services, telecommunications, and e-commerce. They cater to businesses seeking telemarketing, customer support, IT support, back office services, and chat services.
Why I picked Skycom: Skycom's specialization in multi-continent operations means your team can benefit from their widespread presence across five countries. Their certified agents and cost-effective solutions ensure your business can save significantly on operational costs. The company’s dedication to high customer satisfaction is evident in their approach to delivering professional and efficient services.
Standout Services: Telemarketing can help you reach more potential customers with skilled agents who know how to engage effectively. Back office services streamline your operations by handling administrative tasks, letting your team focus on core business activities.
Skycom Target Industries and Specializations:
Target industries: Healthcare, financial services, telecommunications, e-commerce, and retail.
Specialties: Telemarketing, customer support, IT support, back office services, and chat services.
Pros and cons
Pros:
- Cost-effective solutions
- Certified agents
- Wide geographic reach
Cons:
- Pricing not readily available
- Language barriers in some regions
MicroSourcing provides outsourced customer service solutions from the Philippines, focusing on enhancing customer satisfaction for diverse industries. They offer dedicated teams that specialize in various levels of customer support expertise.
Why I picked MicroSourcing: MicroSourcing stands out by offering cost-effective customer service solutions with a focus on control over staff selection and IT setup. You can save up to 70% on employment costs while benefiting from specialized skills and 24/7 support. Their services are designed to cater to your team’s specific needs, ensuring operational efficiency and improved customer satisfaction.
Standout Services: MicroSourcing offers online support which helps your team manage customer interactions efficiently across digital platforms. Their customer complaint resolution service ensures problems are addressed promptly, reducing potential customer dissatisfaction.
MicroSourcing Target Industries and Specializations:
Target industries: Telecommunications, healthcare, finance, retail, and technology.
Specialties: Customer complaint resolution, online support, staff selection control, IT setup, and 24/7 customer service.
Pros and cons
Pros:
- Cost-effective solutions
- Control over staff selection
- Large talent pool
Cons:
- Pricing not transparent
- Mainly focuses on the Philippines
Wing offers virtual assistant services that cater to a variety of business functions such as administrative support, social media management, and customer service. Their main clients are small to medium-sized businesses across industries like ecommerce, healthcare, and real estate.
Why I picked Wing: Wing differentiates itself by providing dedicated virtual assistants through a subscription model, emphasizing efficiency and cost-effectiveness. You can rely on their efficient service, which claims to be 80% quicker and cheaper compared to traditional hiring. This makes Wing an ideal choice for individual customer service assistants looking to boost productivity without the hassle of traditional employment processes.
Standout Services: Wing's general virtual assistant service allows you to delegate routine tasks, from calendar management to CRM updates, helping your team stay organized and focused. Additionally, their workspace app facilitates seamless communication and task management, ensuring that you and your team can easily delegate and track tasks in real-time.
Wing Target Industries and Specializations:
Target industries: Ecommerce, healthcare, IT, marketing, and real estate.
Specialties: Administrative support, social media management, customer service, CRM updates, and task management.
Pros and cons
Pros:
- Comprehensive task management tools
- Flexible working hours
- Quick onboarding process
Cons:
- Cost might be high for small startups
- Limited file sharing on part-time plan
Other Outsourcing Solutions
Here are a few more worthwhile outsourcing partners that didn’t make it into the top 10 list:
- Pure Moderation
For global business process outsourcing
- Integra
For professionals trained in customer psychology
- Upwork
For a freelance customer service solution
- Back Office Betties
For virtual legal receptionists
- PartnerHero
For a team tailor-built to match your company culture
- LEX Reception
Outsource customer service options for legal firms
- Cloudstaff
Great option for building an inbound call center team
- Ascensos
World-leading independent customer management
- Sensée
Work-from-home contact center specialists
Related CX Software Reviews
If you still haven't found what you're looking for here, check out these related customer experience management tools that we've tested and evaluated.
- Customer Service Software
- Help Desk Software
- Call Center Software
- Customer Messaging Platform
- Digital Experience Platform
- Sentiment Analysis Tools
How To Choose Customer Service Outsourcing Companies
You'll want to ensure the best fit possible when choosing a customer service outsourcing company for your business. Here are the considerations you should keep in mind before while evaluating providers:
- Language and Cultural Capabilities: Does the company's language, work culture and values align with yours to ensure smooth collaboration and understanding?
- Quality of Service: How is the quality of customer service they provide, including response times, resolution rates, and customer satisfaction scores?
- Industry Experience: Do they have experience in your specific industry, as they will be more familiar with your customer needs and expectations?
- Budgetary Constraints: What's your financial capacity; does the outsourcing company's services align with your budget?
- Technological Capabilities: Does the company use up-to-date technology and tools to manage customer service efficiently and effectively?
- Scalability: Can the company can scale its services according to your business growth and changing needs?
It could be helpful to write down the answers to these questions before you start reading the reviews below. That way, you can measure each service against the features, functionality, and flexibility you actually need from your chosen provider.
Selection Criteria For Customer Service Outsourcing Companies
Selecting customer service outsourcing companies involves a comprehensive review of their functionality and how well they meet specific use cases crucial to your business needs. To be considered for inclusion on my list of the best customer service outsourcing companies, the solution had to support the ability to fulfill common use cases:
Core Customer Service Outsourcing Companies Functionality: 25% of total weighting score
- Multichannel support ensures no customer query goes unanswered.
- Round-the-clock availability caters to global customer bases across time zones.
- Language support breaks down barriers for a diverse customer demographic.
Additional Standout Features: 25% of total weighting score
- The scalability of services allows businesses to adjust to demand fluctuations.
- Advanced technology adoption, including AI and CRM integration, enhances customer interactions.
- Strong data security practices ensure customer information is protected.
- Performance analytics enable continuous service improvement.
- Industry-specific experience provides relevant and efficient customer support.
- Cultural alignment ensures the outsourcing company represents your brand accurately.
- A well-trained staff guarantees knowledgeable and empathetic customer interactions.
- Language and cultural capabilities to match your internal company values.
Usability: 10% of total weighting score
- Intuitive dashboard design allows for easy navigation and management of customer inquiries.
- Simplified integration processes with existing business systems ensure a seamless transition and operation.
Onboarding: 10% of total weighting score
- Comprehensive training resources, such as videos and webinars, facilitate a smooth adoption process.
- Interactive product tours and chatbots offer immediate assistance to new users.
Customer Support: 10% of total weighting score
- Availability of multiple support channels, ensuring help is readily accessible.
- Quick response times to inquiries highlight the company's commitment to their client's success.
Value For Money: 10% of total weighting score
- Competitive pricing structures that reflect the breadth and quality of features offered.
- Transparent billing practices ensure there are no hidden costs.
Customer Reviews: 10% of total weighting score
- Positive feedback on customer support responsiveness and problem resolution efficiency.
- High ratings for user interface design and overall usability, indicating a positive user experience.
- Innovative uses of technology, like augmented reality for complex support scenarios.
- Customized reporting tools for deeper insights into customer satisfaction and support efficiency.
- Personalization techniques driven by data analytics for a tailored customer experience.
In evaluating customer service outsourcing providers, I evaluate how these features and functionalities address the real-world needs and pain points of businesses seeking to enhance their customer support. The right company not only fits your budget but scales with your growth, ensuring a partnership that continually adds value to your customer service efforts.
Current Trends in Customer Services Outsourcing
With the contact center outsourcing market expected to grow significantly, from USD 100.93 billion in 2023 to USD 132.92 billion by 2028, it's clear that businesses are increasingly relying on outsourcing providers to enhance their customer service capabilities. Here’s how this growth and these advancements are shaping the industry:
- Expanding Use of Artificial Intelligence (AI) and Machine Learning: The industry is witnessing an exponential increase in AI and machine learning applications. These technologies are becoming more sophisticated, capable of understanding and predicting customer needs more accurately, leading to more efficient issue resolution and a seamless customer experience. This trend is in line with forecasts predicting the use of AI and data analytics by more providers to offer specialized solutions.
- Growth of Omnichannel Support: Omnichannel support continues to evolve rapidly, reflecting the need to engage customers across various platforms seamlessly. This ensures that customers have a consistent and integrated experience, whether they're reaching out via email, social media, chat, or voice calls.
- Enhanced Focus on Personalization and Customer Insights: There's a significant demand for features that provide deeper personalization and customer insights. Leveraging data analytics for tailored customer experiences and proactive service reflects a broader industry shift towards more predictive and personalized service models.
- Decreasing Reliance on Traditional Call Centers: The demand for traditional call center services is diminishing, with a clear preference for digital and self-service options among businesses and customers. This trend highlights the shift towards more autonomous and flexible service channels, offering customers the convenience and efficiency they seek.
- Prioritize language and cultural capabilities: Providers are prioritizing language and culture matching capabilities in customer support outsourcing because it helps enhance customer experience with your company. This is done with more thorough language requirements and a better integrated system of your company values with every interaction.
These trends highlight a dynamic shift towards leveraging technology to deliver more efficient, personalized, and secure customer service solutions. When evaluating customer service outsourcing providers, you may consider asking yourself what current trends they are leveraging to keep you ahead of your competitors.
What are Customer Service Outsourcing Companies?
Customer service outsourcing companies are third-party providers that handle customer support services on behalf of other businesses. These companies offer services such as answering customer inquiries, resolving issues, and providing technical support through various channels like phone, email, chat, and social media.
By outsourcing customer service, businesses can reduce costs, improve efficiency, and focus on their core activities while ensuring their customers receive high-quality support.
Key Customer Service Outsourcing Companies Services
When evaluating a customer service outsourcing provider, keep an eye out for the following key services:
- Dedicated customer support: Ensures clients have access to a specific individual or team to handle their inquiries and issues, providing continuity and personalized service.
- Multichannel support: Offers customer assistance through various channels such as phone, email, chat, and social media to meet customers where they are.
- 24/7 availability: Provides round-the-clock support to ensure customer inquiries are addressed at any time, enhancing overall customer satisfaction.
- Scalable solutions: Allows businesses to easily adjust the level of service based on seasonal demand or growth, ensuring efficient resource allocation.
- Training and development: Regularly trains customer service representatives to ensure they are knowledgeable about the client's products and services, which improves service quality.
- Performance monitoring: Implements systems to track and analyze service metrics to continually improve service delivery and customer satisfaction.
- Cultural alignment: Ensures that the outsourcing provider's team understands the client's company culture and values, leading to more authentic customer interactions.
- Data security compliance: Adheres to strict data protection regulations to safeguard customer information, building trust with clients.
- Customized reporting: Provides tailored reports to clients to give insights into customer interactions, helping in strategic decision-making.
- Integration with existing systems: Seamlessly connects with a client's existing CRM and other tools, ensuring a smooth transition and consistent data flow.
Benefits of Partnering With a Customer Service Outsourcing Company
Partnering with a customer service outsourcing company offers several benefits for your team and your business. Here are a few you can look forward to:
- Cost savings: Outsourcing can reduce overhead expenses by eliminating the need for in-house staff and infrastructure, resulting in higher ROI.
- Access to expertise: Companies provide trained professionals who specialize in customer service, ensuring high-quality interactions.
- Scalability: Easily adjust the level of service to match your business's needs, whether during peak seasons or slower periods.
- Focus on core business: Free up your team to concentrate on key business activities while leaving customer support to the experts.
- 24/7 support: Many outsourcing companies offer round-the-clock service, ensuring your customers get assistance anytime they need it.
- Multilingual support: Access to representatives who can communicate with customers in multiple languages, broadening your reach.
- Latest technology: Benefit from advanced tools and platforms that outsourcing companies use to handle customer interactions efficiently.
Cost & Pricing for Customer Service Outsourcing Companies
When evaluating customer service outsourcing providers for your team, it's essential to understand the various plan options and pricing structures available. These plans are designed to cater to different needs, sizes, and capabilities of businesses, ensuring there's a fit for everyone.
The options range from basic packages suitable for small businesses or startups, to comprehensive solutions for large enterprises requiring extensive support. Below is a breakdown of the typical plan options along with their average pricing and common features. This will help you gauge what might best suit your business's needs.
| Plan Type | Average Price | Common Features | Who It’s For | Editor's Hot Take |
|---|---|---|---|---|
| Basic | $500 - $1,000/month | Email and chat support, business hours only, basic analytics, access to a limited number of support agents | Companies with under 500 queries per month | Start with a company that offers flexibility and scalability so you can upgrade as your business grows. Look for providers with strong tech integration to keep everything seamless. |
| Standard | $1,000 - $5,000/month | Multichannel support (email, chat, phone), 24/7 availability, advanced analytics, CRM integration, dedicated support agents | Companies with 500 - 2,000 queries per month | Opt for a provider known for excellent multilingual support to cater to a broader customer base. Implementing this tier early on can significantly enhance customer satisfaction and loyalty. |
| Premium | $5,000 - $10,000/month | Dedicated account manager, customized support solutions, priority support channels, comprehensive analytics and reporting, unlimited support agents | Companies with 2,000 - 10,000 queries per month | Prioritize companies with a proven track record in your industry. Investing in a provider with advanced AI and analytics tools will give you insights to continuously improve your service. |
| Enterprise | $10,000+ /month | Customized solutions tailored to business needs, personal consultant, on-site support, advanced security and compliance features, integration with business systems | Companies with 10,000+ queries per month | Choose a provider with robust scalability and comprehensive reporting capabilities. Establish a dedicated account manager to ensure a tailored and responsive service experience. |
As you consider these options, think about your current customer service needs and future growth expectations. The right plan not only fits your budget but also scales with your business, ensuring you always deliver exceptional support to your customers.
How to Get Buy-In for Customer Service Outsourcing from Key Executives
Ready to transform your customer service but need the green light from the top brass? Gaining buy-in from key executives is crucial for successfully implementing a customer service outsourcing strategy. Here’s how to make a compelling case:
CIOs, CTOs, and IT Departments
Convincing CIOs, CTOs, and IT departments requires emphasizing the technological benefits and integration ease. Highlight how outsourcing can leverage advanced technologies and AI-driven tools without the need for significant in-house development, ensuring seamless integration with existing systems. This allows the IT team to focus on strategic projects and innovations rather than routine customer service management.
CFOs and Finance Departments
For CFOs and finance departments, the focus should be on the financial advantages. Present a detailed cost-benefit analysis showing how outsourcing reduces overhead costs related to hiring, training, and maintaining an in-house customer service team. Emphasize the predictability of expenses through fixed service contracts and the potential for improved financial efficiency and ROI.
CEOs
CEOs are often most interested in the overall impact on the business and customer satisfaction. Highlight how outsourcing can lead to improved customer experiences, fostering loyalty and positive brand perception. Emphasize the strategic advantage of having a specialized team handle customer service, allowing the CEO to focus on growth and innovation, ultimately driving the company's long-term success.
FAQs About Outsourcing Customer Service
Still have some questions about customer support outsourcing? Here are answers to a few frequently asked questions on the topic:
What are the different types of customer service outsourcing?
There are many different types of customer service outsourcing used to enhance customer experience. Here are the main categories to know as you evaluate potential providers:
- Call Center Outsourcing: Involves hiring third-party providers to handle customer calls, including queries, complaints, and telemarketing.
- Email Support Outsourcing: Delegates email inquiries like order issues or service requests to external providers for timely responses.
- Live Chat Support Outsourcing: Contracts providers to manage real-time interactions on websites or apps, offering 24/7 instant support.
- Social Media Support Outsourcing: Outsources customer interactions on platforms like Facebook or Twitter for timely responses and online presence.
- Technical Support Outsourcing: Uses specialized providers to resolve customer technical issues and provide expert guidance.
- Help Desk Outsourcing: Delegates IT support tasks like troubleshooting and ticket management to external providers for efficiency.
- Back Office Support Outsourcing: Assigns tasks like data entry and payroll processing to reduce costs and improve focus on core activities.
- Multilingual Support Outsourcing: Hires providers to deliver customer service in multiple languages for global businesses.
- Offshore Outsourcing: Contracts providers in distant countries to reduce costs, offering services like call centers and technical support.
- Onshore Outsourcing: Outsources within the same country for ease of collaboration and regulatory compliance.
- Nearshore Outsourcing: Partners with providers in nearby countries for better communication and time zone alignment.
- Managed Services Outsourcing: Fully delegates a business function, like customer service, to an external provider for end-to-end management.
Why should you outsource customer service?
People have high expectations regarding customer service. But for a growing business, delivering a high level of in-house support can be challenging. To provide quick and high-quality customer service, without massively increasing your overhead as your company expands, you need a dedicated team of customer service representatives.
Thankfully, customer service outsourcing companies are a practical and affordable solution that can help you enhance customer experience.
The customer outsourcing industry is also growing in popularity. In fact, it’s expected to grow from USD 100.93 billion to USD 132.92 billion from 2023 to 2028. These companies take the problem off your hands, managing increased volumes of customer interaction and taking good care of your customers while you take care of your core business. Plus, many companies offer flexible staffing and resource allocation that can help maintain quality service levels at significantly less cost than expanding your in-house team.
Another factor that’s worth considering is your tech stack. Customer service teams tend to rely on multiple apps and SaaS tools, including CRM software, help desk software, customer onboarding software, virtual assistants, AI chatbots, and more!
The cost of these tools adds up quickly, and setting up (or building) integrations to keep data and records up-to-date across all these sources becomes cumbersome, quickly. By outsourcing your customer service team, you can lighten up your tech stack and eliminate the headaches that come with maintaining it.
In-house customer service team vs. outsourcing: Which is better?
The decision of whether to outsource customer service is one that every organization needs to make for themselves. There are pros and cons to both outsourced and in-house customer service agents. Let’s take a look:
Some of the benefits of outsourcing your customer service include:
- Cost savings: A customer service agency or outsourced contact center is usually less expensive compared to building an in-house team.
- Availability: Many customer service outsourcing companies offer round-the-clock service, whereas a local team may have more restricted hours.
- Localization: An outsourced team may be able to provide customer service in multiple languages, or specialized support based on location.
- Enhance customer experience: 24/7 support, more agent availability, and faster resolutions times may come from having an outsourced team.
On the flip side, here are a few reasons why you might opt for an in-house team:
- Context: In-house employees have a better overall business context about your products, services, and company values, making for on-brand customer interactions.
- Customer loyalty: You’ll be able to assign specific customer service agents to specific customers, building better relationships and improving customer retention.
- Technical support: If your business, products, or services are highly technical or specialized, it might be worth it to train a technical support team.
- Flexibility: An in-house team may be better at handling strange cases where a boilerplate response won’t cut it.
For example, you might consider a tech startup with a highly specialized software product. They might find outsourcing their customer service cost-effective initially, but as their product complexity increases, the need for detailed, product-specific knowledge might make an in-house team more suitable to ensure accurate technical support and maintain brand consistency.
It is important to regularly assess your customer service needs and the complexity of your products or services. If your business evolves to require more specialized support, it may be time to transition from outsourced to in-house customer service management to maintain quality and expertise in customer interactions.
What are the challenges and risks of customer service outsourcing?
Opting for an outsourced customer service solution such as a call center service comes with certain risks. But the truth is, any business process outsourcing (BPO) comes with potential risks. For example, a retail company outsourcing its customer service to a call center may find that the agents, while efficient, lack detailed knowledge of their specific product range, leading to less personalized customer care.
With that in mind, here are a few things to consider before you opt for outsourcing:
- Customer care may be less personalized and specialized.
- You’ll have less control over quality assurance and training.
- KPIs like employee retention could be affected.
Overall, when considering outsourcing, try to establish clear communication channels and regularly scheduled meetings with the service provider to discuss quality assurance, training procedures, and adherence to and measurement of KPIs. This helps maintain a level of control and ensures the outsourced services align with your company’s standards and goals.
How can you measure the ROI of outsourcing customer services?
The simple way to measure the return on investment (ROI) of outsourcing customer services is to compare the cost of the outsourcing against the net gain or value. The net gain will take into account factors like customer satisfaction, customer retention, increased sales, and reduced in-house staffing costs. Once you’ve decided how you’ll quantify the value you get from outsourcing your customer services, you can then divide that number by the cost of outsourcing.
To ensure accuracy in your ROI calculation, it is important to regularly evaluate customer service metrics and gather data on customer satisfaction, retention rates, and sales figures both before and after outsourcing. This allows for a clear comparison and more informed decision-making regarding the cost-effectiveness of your outsourcing strategy.
Need a more concrete example? Imagine a company spends $50,000 annually on outsourcing their customer service. As a result, they see an increase in sales worth $100,000, improve customer retention by 10%, and save $20,000 in in-house staffing costs. The net gain from these factors can be calculated and compared to the outsourcing cost to determine the ROI. If the net gain is over $50,000 annually, they have a positive ROI. If the net gain is under $50,000 annually, their ROI is negative, and they will likely need to rethink their current arrangement.
Customer service vs. customer support: What’s the difference?
This list covers customer service outsourcing companies, but some of them also provide customer support services. So what’s the difference between customer service and customer support, exactly? Let’s break it down:
- Customer service is providing general information and assistance to your broad customer base. It’s about answering FAQs, updating customer information, and receiving customer feedback.
- Customer support is providing in-depth assistance in regards to specific products or services. It’s about troubleshooting errors and issues, and providing product-specific information.
For example, e-commerce retailers tend to have customer service teams. Customers generally purchase individual products that require limited technical assistance to use. On the other hand, SaaS startups tend to have customer support teams. Their products often require technical setup assistance and other specialized, product-specific support.
Depending on your industry, business model, and the types of products and services you provide, you may require either a customer service team or a customer support team. You might also require both. Be sure to conduct a thorough analysis of your customer interactions to determine whether the majority of queries are general inquiries or product-specific technical issues. This will help you decide whether to prioritize customer service or customer support when choosing an outsourcing company.
What's Next?
With customer service and outsourcing on your mind, here are some links to our other top-notch resources written by industry experts on this topic:
- Best AI Customer Service Software for CX Professionals
- Best Call Center Software For Small Businesses
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